No positive feedback at all from Services Dept

On the 09th of March 2016 I eccidentaly dropped my samsung Note 4 and unfortunately my screen broke. It had some cracks from the top. I recalled that samsung had something called and AHD benefit and my phone could also qualify.I got excited and called samsung call centre and indeed they confirm that my phone qualify for that once off screen replacement and I need to bring a phone to any samsung outlet. I went straight to Nicolway and I was told that my phone is no longer qualified for that for screen repair as my AHD benefits has expired. I told the lady that I only got the phone from my insurance company in May 2015. She said that thier system shows that the phone was bought in 2014. She said I need to go back and find proof so that she can update the system. I was so disappointed that I jst stood up and woke away and jst left like that. The following day I then called the insurance for my invoice.I then forwarded the invoice copy to her on 13th of March. I waited for response but none I received. Nothing also on the 14th..then I sent a follow up email but also no respond. On the 15th I received an from Ashley Marx and it jus telling me that they will update me.